I think it is absolutely disgusting how they leave a service user who has been calling and calling for help. My friend attended a group session in Anchor House yesterday and was feeling so traumatised by certain events that she had to leave, she was stopped by a member of their staff who managed to help her and told her he would call Waterford House to get her some help. She never received a call! She then called to day after having a very bad night. She was told someone would call her back. She then tried again and was told one member of staff was away from her desk and the other was busy and someone would call her back. It got to almost 5pm, she had been waiting most of the day, and she called them back again. I had been so worried for her welfare that I went over to help her. My friend was on the brink of giving up before I went round. What kind of service is this?! Do you not know how quickly something can escalate if no one helps! This is the only place I can find to write a complaint, nothing is on this nhs website advising people what to do if they wish to make a complaint. There's not even a contact number here! What will it take for you to improve your services? Someone to take their own life?!

Story from NHS Choices

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Response from Waterford House

Thank you for taking the time to post your feedback and I am sorry to hear about your friends experiences in Waterford House.

I would like to assure you that all feedback received by the Trust is taken seriously and we would welcome the opportunity to discuss your feedback with you.

I am also sorry you could not find any information about how to make a complaint.

Please contact the Customer Experience Team on 02380 84065 or by email: hp-tr.customerexperience@nhs.net for assistance. Web site: http://www.southernhealth.nhs.uk/feedback/customer-experience/complaint/ so that we can help your friend.

Kind regards

Jane Tibble

Customer Experience Advisor

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